Wendy Swartz
Windhoek
Summary
Customer service and People Strategist with 29 years of experience in the banking industry. Offering expertise in Customer Service, Implementation and Leadership, with aptitude in People skills. Energetic self-directed leader and visionary able to navigate high-stress situations and achieve goals on time and within budgetary requirements. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
30
30
years of professional experience
Work History
Doctors Practice Office Administrator
05.2023 - 09.2023
- Managing diaries, scheduling meetings, and bookings
- Dealing with queries on medical aid funds per telephone or email
- Handle emergency appointments Greeting and receiving clients/patients Preparing, organizing, and storing information in paper filing and digital form
- Debt collecting on outstanding accounts
- Receiving cash daily, managing cash, allocation of payments on payment system
- (Elixir)
Senior Implementation Specialist Digital Banking
First National Bank Namibia Limited
05.2008 - 05.2022
- Implementation of FNB Business Online banking for commercial clients
- Implement debit order collection system solution that best meets needs of the client and execute implementation process successfully
- Training and setup of FNB Business Online banking Platform support after implementation of FNB Business Online Banking Platform Training and Support of the internal customers
- Increase customer growth and department revenue Telephonic and email support to internal and external clients
- Maintain excellent relationships with high-level stakeholders across the Segments Deliver exceptional service through proactive, innovative, and appropriate solutions
- Department Management (Assisting Manager) Focus and drive to achieve targets, budgets and results Quartley /Monthly staff performance appraisals discussions Provide optimum levels of leadership, if required encouragement, training and supporting order to help others achieve their results and meet their budgets
- Be firm and persistent when expressing views and provide thoughts and ideas to overcome problems once the situation has been properly discussed
- Staff continuity –ensure there are sufficient staff in the office for daily support to customers
- Ensure that all sales and implementation processes are documented and that all procedures are adhered to ensure that all processes are updated on a monthly basis.
- Achieved project milestones consistently by adhering to well-defined timelines and setting clear expectations with stakeholders.
- Reduced onboarding time for new clients by creating comprehensive training materials and conducting hands-on workshops.
- Optimized team performance by providing ongoing coaching, mentorship, and professional development opportunities for junior implementation specialists.
- Facilitated seamless handoffs between project teams, ensuring a consistent experience for clients from sales to implementation stages.
Business Development Officer
FNB Fleet Management
01.2004 - 01.2008
- Meet monthly financial target by acquiring new accounts
- Gaining a strong knowledge and understanding of client's business Order control and distribution of Fleet cards Day to day management of clients' accounts
- Collaborated with sales and marketing departments to support client acquisition.
- Strengthened relationships with key clients by providing exceptional support and maintaining regular communication.
- Delivered campaigns to solidify new client opportunities and generate new business.
- Completed and submitted monthly and yearly reports to support executive decision making.
Customer Care Executive
STANDARD BANK NAMIBIA LIMITED
07.1993 - 05.2003
- Enhanced customer satisfaction by resolving inquiries effectively and efficiently.
- Managed a high volume of inbound calls, multitasking effectively to address diverse customer needs simultaneously.
- Communicated with customers to identify needs and expectations.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained up-to-date knowledge of industry trends and product offerings to better serve customers.
- Streamlined customer support processes for improved call handling times and resolutions.
Education
No Degree - COMPLIANCE MANAGEMENT(FACULTY OF LAW)
UNIVERSITY OF CAPE TOWN
CAPE TOWN SOUTH AFRICA ONLINE COURSE11.2023
No Degree - TRANSFORMATIONAL LEADERSHIP
ARFICAN LEADERSHIP INSTITUTE
Okahandja, Otjozondjupa, Namibia10.2018
SENIOR MANAGEMENT DEVELOPMENT PROGRAMME-AFRICA -
UNIVERSITY OF STELLENBOSCH
CAPE TOWN SOUTH AFRICA10.2017
No Degree - SALES AND MARKETING MANAGEMENT
DAMELIN EDUCATION GROUP
Windhoek, Khomas, Namibia10.2004
No Degree - GRADE 12
DAWID BEZUIDENHOUDT HIGH
Windhoek, Khomas, Namibia11.1992
Skills
- Time Management, Schedule Management
- Office Administration,Administrative Support
- Database entry, Computer skills,Technical Support
- Onboarding and Orientation
- Customer Engagement
- Verbal Communication
- Leadership and supervision
- Customer Relationship Management (CRM)
- Schedule and calendar management
- Staff Management, Human Resources,Hiring and training
- Customer Relationship Management
- Team Leadership
References
- Mrs. Anelies Haman, FNB Private Wealth Private Banker UHNW, +264 81 2743449
- Ms. Christine Mouton, First National Bank Namibia Limited Credit Manager, +264 812972488
Hobbies: Gardening, Baking, Travelling
Gardening, Baking and Traveling each offers unique experience's and opportunities for relaxation and exploration.
With gardening I learned patience and nurturing, baking brought out experimentation and creativity.
Travelling made me appreciate diversity and culture.
Timeline
Doctors Practice Office Administrator
05.2023 - 09.2023
Senior Implementation Specialist Digital Banking
First National Bank Namibia Limited
05.2008 - 05.2022
Business Development Officer
FNB Fleet Management
01.2004 - 01.2008
Customer Care Executive
STANDARD BANK NAMIBIA LIMITED
07.1993 - 05.2003
No Degree - COMPLIANCE MANAGEMENT(FACULTY OF LAW)
UNIVERSITY OF CAPE TOWN
No Degree - TRANSFORMATIONAL LEADERSHIP
ARFICAN LEADERSHIP INSTITUTE
SENIOR MANAGEMENT DEVELOPMENT PROGRAMME-AFRICA -
UNIVERSITY OF STELLENBOSCH
No Degree - SALES AND MARKETING MANAGEMENT
DAMELIN EDUCATION GROUP
No Degree - GRADE 12
DAWID BEZUIDENHOUDT HIGH
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